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Quality Assurance & Training Lead – Advanced Experience with Auditing and Performance Metrics
at Chubb Insurance in Simsbury, CT
For more than 125 years, Chubb & Son, a division of Federal Insurance Company has been delivering exceptional property and casualty insurance products and services to businesses and individuals around the world.
Today, we are the 11th largest property and casualty insurer in the United States and have a worldwide network of some 120 offices in 28 countries staffed by 10,600 employees. The Chubb Corporation reported $50.6 billion in assets and $14.1 billion in revenues in 2007. According to Fortune magazine, Chubb is the 176th largest U.S.-based Corporation. The magazine also includes Chubb in its list of "America's Most Admired Companies." Forbes listed Chubb as one of America's 400 Best Big Companies.
Chubb has maintained its reputation and financial stability with underwriting expertise, unparalleled customer service, unique industry-specific specialization and a deep respect for all of our employees.
Currently, Chubb is seeking a Quality Assurance & Training Lead for our Simsbury, CT office.
Organizational Overview:
The mission of the Claim Litigation Management Unit (LMU) is to provide Chubb's insureds with the highest quality legal services to cost effectively resolve their claims. The Litigation Cost Management Group (LCMG), an integral part of the LMU, delivers on this mission by reviewing all invoices from US and Canadian based law firms that provide claims related legal services to Chubb and its insureds. This group reviews over 100,000 invoices annually and ensures that all outside counsel invoices are processed in accordance with Chubb's Litigation Management Guidelines.
Position Description:
This position is responsible for planning, organizing and directing all administrative and functional activities related to LCMG’s quality assurance, internal controls and training programs. The key functions within the scope of this position will include, but are not limited to, invoice auditing, initial data uploading/validation, deductible tracking, in-bound / out-bound customer communications and management reporting.
Primary Job Responsibilities & Essential Job Functions:
• Work closely with LCMG supervisors to identify opportunities for improvement in terms of quality, timeliness and accuracy of transactions
• Measure turnaround times of invoice processing functions
• Review written communications and listen to phone calls from the customer service team to ensure customer satisfaction and effective communication with law firms, insureds, agents and Claim staff
• Evaluate quality control data in order to identify opportunities and implement corrective actions
• Review and score outcome of existing processes to measure the productivity and quality of the team
• Support LCMG supervisors in identifying and tracking productivity goals for their team members on a consistent basis
• Create corrective action plans with supervisors in order to improve quality
• Establish testing procedures in coordination with Operational supervisors
• Document test results and process improvements. Ensure that improvements are incorporated in the quality assurance process.
• Develop training sessions for team members tailored to their specific needs
• Deliver feedback to LCMG staff based on quality testing results
• Works with other Chubb entities to facilitate corporate quality and compliance reviews and initiatives
• Must effectively communicate with Chubb partners at various levels
• Seeks to understand customer’s needs; Analyzes and resolves problems effectively; Adjusts work style to meet customer requirements
Knowledge / Skills / Experience / Education:
• Bachelor’s Degree required
• Certifications or formal training in operations auditing, internal controls, Six Sigma techniques, a plus
• Process orientation and process improvement focus with special consideration to legal invoice review and customer service
• Minimum five years of law firm litigation, claim and/or bill review experience required
• Must have excellent verbal and written communications skills.
• Ability to interact effectively at various levels.
• Excellent problem solving skills
• Training and QA background required
• Advanced proficiency in establishing, analyzing and managing to performance metrics
• Experience in project management
• Strong computer literacy with background knowledge of Microsoft products. Knowledge of e-billing software a plus
• Proven ability to work across dept/functional lines in order to influence and direct to achieve goals of LCMG.
• Some travel may be required
Chubb prides itself on the ability to provide all employees with an extraordinary work environment which promotes teamwork, diversity and incentives for those who exceed expectations. Chubb has been recognized as one of the top 50 companies for diversity by DiversityInc magazine, one of America’s most admired companies by Forbes, and one of the top 100 companies to work for by Fortune.
Chubb's compensation and benefit plans work together to create a Total Rewards Program for our employees that is among the best in our industry. As a global organization, we work hard to achieve our goal of providing flexible and competitive compensation and benefits packages in each local market in which we operate. Our goal is to exceed average market practices for our performers. For more information about Chubb and our benefits, visit our website at www.chubb.com.
All interested applicants must apply online at www.chubb.apply2jobs.com Reference Requisition number 9498.
http://www.chubb.apply2jobs.com/index.cfm?fuseaction=mExternal.showJob&RID=9498&CurrentPage=2
Chubb & Son, Inc., a division of Federal Insurance Company, does not accept resumes from unsolicited third party agencies or recruiters. No fees will be paid to third parties who submit unsolicited candidates in this manner.
Today, we are the 11th largest property and casualty insurer in the United States and have a worldwide network of some 120 offices in 28 countries staffed by 10,600 employees. The Chubb Corporation reported $50.6 billion in assets and $14.1 billion in revenues in 2007. According to Fortune magazine, Chubb is the 176th largest U.S.-based Corporation. The magazine also includes Chubb in its list of "America's Most Admired Companies." Forbes listed Chubb as one of America's 400 Best Big Companies.
Chubb has maintained its reputation and financial stability with underwriting expertise, unparalleled customer service, unique industry-specific specialization and a deep respect for all of our employees.
Currently, Chubb is seeking a Quality Assurance & Training Lead for our Simsbury, CT office.
Organizational Overview:
The mission of the Claim Litigation Management Unit (LMU) is to provide Chubb's insureds with the highest quality legal services to cost effectively resolve their claims. The Litigation Cost Management Group (LCMG), an integral part of the LMU, delivers on this mission by reviewing all invoices from US and Canadian based law firms that provide claims related legal services to Chubb and its insureds. This group reviews over 100,000 invoices annually and ensures that all outside counsel invoices are processed in accordance with Chubb's Litigation Management Guidelines.
Position Description:
This position is responsible for planning, organizing and directing all administrative and functional activities related to LCMG’s quality assurance, internal controls and training programs. The key functions within the scope of this position will include, but are not limited to, invoice auditing, initial data uploading/validation, deductible tracking, in-bound / out-bound customer communications and management reporting.
Primary Job Responsibilities & Essential Job Functions:
• Work closely with LCMG supervisors to identify opportunities for improvement in terms of quality, timeliness and accuracy of transactions
• Measure turnaround times of invoice processing functions
• Review written communications and listen to phone calls from the customer service team to ensure customer satisfaction and effective communication with law firms, insureds, agents and Claim staff
• Evaluate quality control data in order to identify opportunities and implement corrective actions
• Review and score outcome of existing processes to measure the productivity and quality of the team
• Support LCMG supervisors in identifying and tracking productivity goals for their team members on a consistent basis
• Create corrective action plans with supervisors in order to improve quality
• Establish testing procedures in coordination with Operational supervisors
• Document test results and process improvements. Ensure that improvements are incorporated in the quality assurance process.
• Develop training sessions for team members tailored to their specific needs
• Deliver feedback to LCMG staff based on quality testing results
• Works with other Chubb entities to facilitate corporate quality and compliance reviews and initiatives
• Must effectively communicate with Chubb partners at various levels
• Seeks to understand customer’s needs; Analyzes and resolves problems effectively; Adjusts work style to meet customer requirements
Knowledge / Skills / Experience / Education:
• Bachelor’s Degree required
• Certifications or formal training in operations auditing, internal controls, Six Sigma techniques, a plus
• Process orientation and process improvement focus with special consideration to legal invoice review and customer service
• Minimum five years of law firm litigation, claim and/or bill review experience required
• Must have excellent verbal and written communications skills.
• Ability to interact effectively at various levels.
• Excellent problem solving skills
• Training and QA background required
• Advanced proficiency in establishing, analyzing and managing to performance metrics
• Experience in project management
• Strong computer literacy with background knowledge of Microsoft products. Knowledge of e-billing software a plus
• Proven ability to work across dept/functional lines in order to influence and direct to achieve goals of LCMG.
• Some travel may be required
Chubb prides itself on the ability to provide all employees with an extraordinary work environment which promotes teamwork, diversity and incentives for those who exceed expectations. Chubb has been recognized as one of the top 50 companies for diversity by DiversityInc magazine, one of America’s most admired companies by Forbes, and one of the top 100 companies to work for by Fortune.
Chubb's compensation and benefit plans work together to create a Total Rewards Program for our employees that is among the best in our industry. As a global organization, we work hard to achieve our goal of providing flexible and competitive compensation and benefits packages in each local market in which we operate. Our goal is to exceed average market practices for our performers. For more information about Chubb and our benefits, visit our website at www.chubb.com.
All interested applicants must apply online at www.chubb.apply2jobs.com Reference Requisition number 9498.
http://www.chubb.apply2jobs.com/index.cfm?fuseaction=mExternal.showJob&RID=9498&CurrentPage=2
Chubb & Son, Inc., a division of Federal Insurance Company, does not accept resumes from unsolicited third party agencies or recruiters. No fees will be paid to third parties who submit unsolicited candidates in this manner.
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Published on Jul 19, 2011
Viewed: 1331 times
Viewed: 1331 times
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